We make decisions based on what we think is fair and reasonable, accounting for the unique circumstances of each case we receive. We anonymise our decisions and write them in a way that prevents the person or small business complaining from being identified.
This database holds all the final decisions we’ve published since 1 April 2013 under the Financial Services and Markets Act 2000, as amended by the Financial Services Act 2012.
Your search returned 392389 results
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Decision Reference DRN-6026902
6 Feb 2026 NewDay Ltd UpheldBanking and PaymentsDRN-6026902 The complaint Miss W complains that NewDay Ltd trading as Aqua irresponsibly lent to her. What happened Miss W was approved for an Aqua credit card in June 2019, with a £900 credit limit. The credit limit was increased in September 2019 (to £2,150), September 2020 (£3,400), ... (4 pages)View decision -
Decision Reference DRN-5954789
6 Feb 2026 FIRST RESPONSE FINANCE LIMITED Not upheldConsumer CreditDRN-5954789 The complaint Mr W complains about the quality of the car he acquired through First Response Finance Limited (“First Response”) What happened Mr W entered into a hire purchase agreement in 2024 for a used car. The car was around nine years old and had covered over 67,000 mil... (3 pages)View decision -
Decision Reference DRN-6026683
6 Feb 2026 RCI Financial Services Limited Not upheldConsumer CreditDRN-6026683 The complaint Mr J complains that a car supplied to him under a hire purchase agreement with RCI Financial Services Limited trading as Nissan Financial Services (RCI) is of unsatisfactory quality. As a note, Mr J has been represented in this complaint. For ease, I’ll refer ... (3 pages)View decision -
Decision Reference DRN-5985094
6 Feb 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5985094 The complaint Mr H complains that Barclays Bank UK PLC (“Barclays”) didn’t send him a telephone banking passcode which meant he wasn’t able to make a large payment over the phone and he had to visit a branch instead to make the payment. What happened Mr H no longer has the m... (3 pages)View decision -
Decision Reference DRN-5924800
6 Feb 2026 Covea Insurance plc UpheldInsuranceDRN-5924800 The complaint A limited company, which I have referred to as L, complains about the handling and decline of its commercial insurance claim by Covea Insurance plc. What happened The following is intended only as a summary of the events leading to this point. L operates as a b... (4 pages)View decision -
Decision Reference DRN-5915722
6 Feb 2026 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5915722 The complaint Miss Y has complained about how National Westminster Bank Public Limited Company handled her request to raise a chargeback. What happened Using her NatWest debit card, Miss Y booked a flight and accommodation for a trip abroad through a third party booking webs... (3 pages)View decision -
Decision Reference DRN-6009475
6 Feb 2026 THE CO-OPERATIVE BANK P.L.C. Not upheldBanking and PaymentsDRN-6009475 The complaint Mr H complains about the experience he has had banking online with The Co-operative Bank Plc, trading as Co-op Bank (“Co-op”). What happened In February 2025 Mr H complained to Co-op about issues he’d had moving money between his current and savings account onl... (2 pages)View decision -
Decision Reference DRN-5856701
6 Feb 2026 AWP P&C S.A. Not upheldInsuranceDRN-5856701 The complaint Mr R has complained that AWP P&C S.A.’s settlement of his claim under his bicycle insurance does not put him back in the position he ought to be in following his bicycle being damaged in an accident. References to AWP P&C S.A include all its agents. W... (4 pages)View decision -
Decision Reference DRN-6131868
6 Feb 2026 NewDay Ltd Not upheldBanking and PaymentsDRN-6131868 The complaint Mr H complains that NewDay Ltd trading as Fluid irresponsibly lent to him. Mr H is represented by a claims management company in bringing this complaint. But for ease of reading, I’ll refer to any submission and comments they have made as being made by Mr H him... (6 pages)View decision -
Decision Reference DRN-6061866
6 Feb 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6061866 The complaint Ms M and Ms P’s complaint is, in essence, that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2... (12 pages)View decision